Guest Experience Agent

Guest Experience Agent

Job Overview:

• Oversee daily operations of the guest services department, ensuring all guest interactions meet high standards of service.
• Supervise and guide the guest services team, including front desk, concierge, and housekeeping staff.
• Handle guest inquiries, complaints, and requests, ensuring prompt and effective resolution to enhance guest satisfaction.
• Monitor guest feedback through surveys, reviews, and direct communication to identify areas for improvement.
• Train, mentor, and evaluate guest services staff, ensuring adherence to hotel policies and procedures.
• Maintain a detailed knowledge of the hotel's services, amenities, and local attractions to provide accurate information to guests.
• Ensure smooth check-in and check-out processes, including the management of reservations, billing, and room assignments.
• Collaborate with other hotel departments, such as housekeeping, maintenance, and food & beverage, to meet guest needs.
• Monitor and maintain the quality and cleanliness of guest-facing areas, addressing any issues as they arise.
• Maintain guest records and track repeat guests, ensuring VIPs and loyalty members receive personalized attention.
• Assist with staffing schedules to ensure adequate coverage during peak periods.
• Ensure the hotel maintains compliance with safety and cleanliness standards, and report any safety hazards.
• Implement and promote guest satisfaction initiatives to improve overall guest experience and loyalty.
• Analyse and report on guest satisfaction metrics, recommending and implementing corrective actions when necessary.

Qualifications

• Proven experience in a guest services or hospitality role, with at least 2-3 years in a supervisory capacity.
• Strong leadership skills with the ability to motivate and manage a team in a fast-paced environment.
• Excellent communication and interpersonal skills, with a focus on customer service excellence.
• Ability to handle stressful situations and resolve conflicts in a professional manner.
• Knowledge of hotel operations, including front desk procedures, reservations, and guest services.
• Proficient in hotel management software and Microsoft Office Suite (e.g., Word, Excel, Outlook).
• Strong problem-solving skills and attention to detail.
• Ability to multitask and prioritize guest requests and team responsibilities effectively.
• Flexible availability, including evenings, weekends, and holidays, based on hotel needs.
• A positive, can-do attitude with a passion for delivering exceptional guest experiences.
• High school diploma required; Associate’s or Bachelor's degree in Hospitality Management or a related field preferred.
• Certification in guest services, such as a Certified Guest Service Professional (CGSP), is a plus.